• Competitive
  • Singapore
  • Permanent, Full time
  • OCBC Bank
  • 2019-02-16

Call Centre - Customer Service Officer (AM)

Call Centre - Customer Service Officer (AM)

Roles and Responsibilities:
  • Uphold service standards by answering customers enquiries effectively, managing challenging situations/customers and ensuring prompt turnaround for all service requests with consistent quality
  • Manage escalations on account related enquiries from various channels
  • Monitor service quality by conducting sample checks on calls and emails
  • Guide and counsel team members when they do not meet benchmark service levels
  • Process service request forms from various channels as and when necessary
  • Liaise with internal stakeholders and follow up with external customers on all account related requests.
  • Identify and drive process improvements, to ensure excellence in customer experience, timely delivery of services, optimum productivity and effective management of resources
  • Work on projects as assigned
  • Support OSPL's marketing activities such as road shows and promotions

Reporting to:
  • AVP, Customer Service


Qualifications

Requirements:
  • Degree holders
  • 1 to 3 yrs of relevant working experience preferred
  • Customer centric / Strong customer service mindset
  • A good team player with commitment and initiative with willingness to step into a leadership role
  • Independent and resourceful, and able to work under pressure
  • Desire to help others with patience and empathy.
  • Meticulous, well organized and with ability to analyze and solve problems
  • Able to multi-task and effectively manage time
  • Able to work on night shift and public holidays to support US market.